Help Desk Representative

job summary:Randstad Technologies is seeking a Help Desk Representative for an opportunity in Downtown Kansas City, MO. This position is responsible for acting as the first point of contact between end-users and the Information Technology (IT) team. This role requires a confident and professional individual with strong technology skills, a keen desire to learn, and a commitment to extraordinary customer service. The ideal candidate will have A+ certification and some experience supporting operating systems and user applications.

• Act as the first contact for end-users for all IT supported systems.
• Receive requests, whether problem reports or requests for new services, via accepted mechanisms such as phone calls, emails, and in-person visits.
• Gather customer contact information and the symptoms of the problem, and then log information into tickets for all incoming work requests.
• Properly categorize, prioritize, and route each ticket to the correct group or tech.
• Troubleshoot certain issues by analyzing the reported symptoms and solves them, ideally affecting a first-call resolution.
• Escalate tickets appropriately when issue is unable to be resolved before SLA has expired.
• Create knowledge base documentation for issues that are resolved but not yet documented.
• Follow up with customers to ensure issue has been resolved.
• Install, modify, and repair computer hardware and software.
• Act as back-up for conference room and audio/visual setup, as needed.
• Other duties may be added and/or assigned, as needed.

• High School diploma or equivalent
• 2 years experience in an enterprise environment
• A+ certification preferred
• strong Computer Skills and the Ability to Troubleshoot and Diagnose Problems.
• Proficient in software support including OS and applications
• Ability to communicate technical information, both verbal and written, to a wide range of end-users.
• strong customer service skills in person and over the phone
• Attention to detail and follow-through to ensure issues have been resolved.
• Keep confidential all applicant, client, and firm proprietary information
• Regularly participate in the evening and weekend on-call rotation (about every 7-9 weeks)

• Act as the first contact for end-users for all IT supported systems.
• Receive requests, whether problem reports or requests for new services, via accepted mechanisms such as phone calls, emails, and in-person visits.
• Gather customer contact information and the symptoms of the problem, and then log information into tickets for all incoming work requests.
• Properly categorize, prioritize, and route each ticket to the correct group or tech.
• Troubleshoot certain issues by analyzing the reported symptoms and solves them, ideally affecting a first-call resolution.
• Escalate tickets appropriately when issue is unable to be resolved before SLA has expired.
• Create knowledge base documentation for issues that are resolved but not yet documented.
• Follow up with customers to ensure issue has been resolved.
• Install, modify, and repair computer hardware and software.
• Act as back-up for conference room and audio/visual setup, as needed.
• Other duties may be added and/or assigned, as needed.

• Experience level: Experienced
• Minimum 1 year of experience
• Education: No Degree Required

• IT Service Desk